2012
DOI: 10.1080/02642069.2010.531268
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Effects of ethical sales behaviour, expertise, corporate reputation, and performance on relationship quality and loyalty

Abstract: This analysis examines the influence of ethical sales behaviour, salesperson expertise, service performance, corporate reputation, and corporate performance on relationship quality and its consequences from multi-level perspectives in order to identify the nature of mix relationships at different levels. A survey with 505 qualified observations from financial institutions' customers in Taiwan was conducted. A structural equation modelling approach was used. Ethical sales behaviour, salesperson expertise, servi… Show more

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Cited by 43 publications
(75 citation statements)
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“…The basis of advanced professional expertise is the ability to understand customer needs in order to being able to offer them a solution that satisfies those needs (Agnihotri et al, 2016). As a consequence, FLE verbal expertise is highly linked to customer quality perception (Brady & Cronin Jr, 2001), advice acceptance (White, 2005), social rapport (Gremler & Gwinner, 2008), satisfaction (Coelho & Augusto, 2008) and word-of-mouth communication (Ou et al, 2012) with higher levels of expertise having a more positive impact (Bonaccio & Dalal, 2006;Sniezek & Van Swol, 2001). While the high relevance of FLE verbal expertise is undoubtable, the question arises which role face masks play for the impact of FLE verbal expertise on customer responses.…”
Section: The Role Of Fle Verbal Expertise For Customer Responsesmentioning
confidence: 99%
“…The basis of advanced professional expertise is the ability to understand customer needs in order to being able to offer them a solution that satisfies those needs (Agnihotri et al, 2016). As a consequence, FLE verbal expertise is highly linked to customer quality perception (Brady & Cronin Jr, 2001), advice acceptance (White, 2005), social rapport (Gremler & Gwinner, 2008), satisfaction (Coelho & Augusto, 2008) and word-of-mouth communication (Ou et al, 2012) with higher levels of expertise having a more positive impact (Bonaccio & Dalal, 2006;Sniezek & Van Swol, 2001). While the high relevance of FLE verbal expertise is undoubtable, the question arises which role face masks play for the impact of FLE verbal expertise on customer responses.…”
Section: The Role Of Fle Verbal Expertise For Customer Responsesmentioning
confidence: 99%
“…Relationship quality has been vastly studied (Al-alak, 2014;Leonidou et al, 2014;Lai, 2014;Rafiq et al, 2013;Chu and Wang, 2012;Chang et al, 2012;Ou et al, 2012;Aurier and Sere de Lanauze, 2011;Keating et al, 2010;Chen and Myagmarsuren, 2011;Liu et al, 2011;Sun, 2010;Vesel and Zabkar, 2010;De Canniere et al, 2010;Cater and Cater, 2010;Chung and Shin, 2010;Qin et al, 2009;Rajaobelina and Bergeron, 2009;Beatson et al, 2008;Cheng et al, 2008;Holmlund, 2008;Meng and Elliot, 2008;Moliner et al, 2007aMoliner et al, , 2007bWong et al, 2007;Macintosh, 2007;Rauyruen and Miller, 2007;Ndubisi, 2007;Ulaga and Eggert, 2006;Lin and Ding, 2005;Tseng, 2005;Keating et al, 2003;Kim and Cha, 2002;Hennig-Thurau et al, 2002;Kim et al, 2001;Boles et al, 2000;Shamdasani and Balakrishnan, 2000;Bejou et al, 1996;Wray et al, 1994;Crosby et al, 1990). But one concern that has rarely been addressed in the extant literature is whether relationship quality should be measured as a disagg...…”
Section: Introductionmentioning
confidence: 99%
“…This is because customers do not just identify with the brand, but they also have to develop an affective commitment toward it (Pérez, 2009). Consequently, corporate ethical behavior positively affects brand loyalty through trust and brand effect (Singh et al, 2012;Ou et al, 2012). The Ethisphere Institute (Ethics pay for GE, eBay, 2011) have discovered that ethical firms do better financially, even in different economic situations, implying that investing in ethical policies and practices will benefit a firm in the long term.…”
Section: Firm Ethicality and Brand Loyaltymentioning
confidence: 99%